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For more information:
Ron Johnson
SSPA
909.244.7002
rjohnson@supportgate.com
SSPA Connects With ePeople
SSPA Selects ePeople Teamwork to Power SSPA Connect, providing collaboration among 2200 member support centers
SAN DIEGO, CA; July 23, 2002 —
The Service & Support Professionals Association (SSPA), the leading industry association for IT support professionals,
and ePeople, the leading provider of web-based, collaborative CRM solutions, announced today a partnership to create
SSPA Connect, a first of its kind online member-to-member support service, representing a groundbreaking step in the
way support will be delivered in the future. Powered by ePeople Teamwork, SSPA Connect will provide SSPA members with
the ability to tap into the collective brain trust of the organization's 2200 member support centers for assistance
with day-to-day support management questions and concerns – any time, anywhere in the world.
"We want to show our members the benefits of group problem solving and information sharing," said Bill Rose, SSPA Founder
and CEO. "SSPA evaluated a number of products and selected ePeople Teamwork because it delivered the most compelling
collaborative support solution in the industry. ePeople Teamwork's powerful problem resolution environment will allow
SSPA members to more effectively assist each other in resolving support management issues – a tremendous member
benefit."
"The SSPA membership contains a wealth of untapped support expertise," said Anthony Lye, CEO, ePeople, Inc. "ePeople
Teamwork unleashes the knowledge through SSPA Connect, providing members with a valuable service for improving their
support organizations."
Some of the most well-known executives in the support industry have announced their commitment to leverage SSPA Connect
for their organizations.
"We are excited to see ePeople and SSPA working together to deliver on a very forward looking vision for cross-industry
collaborative support," said Ed Shepherdson, Vice President Global Customer Support at Cognos Corporation.
"SSPA Connect program will help us resolve some of our business or technical issues faster through unprecedented access
to our peers in the industry," said Patrick Saeger, Vice President of Customer Support at Mercury Interactive. "We look
forward to working closely with SSPA and ePeople."
Through ePeople Teamwork, SSPA Connect users will be able to find and build the best team of SSPA peers to answer questions
and resolve support management issues. Teams communicate and share relevant information in Web-based collaborative workspaces,
which also track resolution time and service quality. The workspaces capture a rich set of knowledge about the resolution and
the team involved, allowing SSPA members to continually improve and optimize their support business.
About SSPA
Founded in 1989, SSPA represents over 17,000 service executives in over 2200 support centers worldwide. SSPA gives service
and support professionals opportunities to share ideas, discuss developing trends and network with their peers. SSPA offers
its members conferences, seminars, specialized training, executive forums, certification programs, industry research and a
variety of publications. SSPA resides at the web portal of Supportgate at www.supportgate.com.
Through these 'gates' you will find the Membership Communities of the Service & Support Professionals Association (SSPA), the
SSPA Europe, the SSPA Asia Pacific, the SSPA Service Vendor Alliance, (SVA) and the SSPA Professionals Membership. For more
information regarding the SSPA and other related divisions, log on to www.supportgate.com or
send an email to info@supportgate.com.
About ePeople
ePeople, founded in 1997, is the leading provider of knowledge and expertise management solutions for resolving business-critical
situations throughout the enterprise. ePeople Teamwork focuses on Customer Support, Team Selling, Professional Services and
Research & Development organizations. Customers of ePeople include Oracle Corp, Cognos, InstallShield, Openwave Systems, Inc.,
Adobe Systems, Inc., Production Access, OpSource Inc., and Service & Support Professionals Association (SSPA). Headquartered in
Mountain View, Calif., ePeople is privately held. Investors include Redpoint Ventures, Menlo Ventures, Integral Capital Partners,
Bedrock Capital, Brentwood Venture Capital, and CNET. More information on ePeople is available
at www.epeople.com.
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ePeople and the ePeople logo are trademarks of ePeople, Inc. All other trademarks are the property of their respective owners.
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